JIRA Service Management Reviews

I'm primarily trying to use the solution as an IT Service Management solution.

The customization is the most valuable aspect of the solution. I can customize full workflows. It's very flexible. We can use mail if we want to open requests as well. 

The solution offers access to add-ons that are also very helpful. 

The solution should be more formalized. It could be more user-friendly.

If we are talking about IT service management, I think more features related to problem management need to be within the solution. If you want something for supplier management or complication management, you have to buy some add-ons from the market to help you with this. However, there needs more enhancements regarding that both on the solution and with available add-ons. 

Arabic support is very important. It should be included on the solution itself, not provided separately. The reporting features should include more how-to guidance.

The solution is stable.

In terms of handling data, the solution is very scalable. Right now, we have about 50 users on the system.

Technical support is okay. They help us if we have something initialized. They're helpful and professional. 

We previously used FS from Nexus, a Mac-specific manager, and a CS manager, among others, for various types of service management. We were trying to replace the IT Service management solutions with Jira mainly as a non-technical box for a non-technical cost and push management.

The initial setup has a medium level of difficulty. Deployment took about ten days.

We did the implementation ourselves with the help of some tutorials, which really helped to build the system.

When we bought the solution, I recall there was one license option limited to 50 users. There is an enterprise version as well.

We are using the on-premises deployment model.

It's a good, stable solution. It can help open the IT Solution management backing if you're just looking to do some enhancements.

I would rate the solution seven out of ten.

We're a service provider. We implement the solution for our clients. 

Typically clients use Jira more around incident reporting management and resolution of queries, or SLA management. Then, sometimes, they need a range of compliance SLS's such as knowledge management.

It's easy to set up the solution.

JIRA Service Desk is really good when you have a primitive environment where most of the Atlassian applications are already present. However, if you are just using JIRA Service Desk for making leads for an IPS and solution, then it becomes really difficult to get all these IPS and capabilities up and running. This is due to the fact that in a native application, we don't get all these capabilities. 

JSD has some analytics, but it's pretty much basic and simple dashboards. There's no mobile application for JSD. It really would benefit from better implementation with other vendors. We're heavily reliant on some external marketplace applications.

We don't find there's support for CMDB.

The notifications are limited. That is good if a client environment is small enough and they do not require any advanced or mature use cases, but if they require it, then that's when we face a lot of issues because Jira Service Desk doesn't compliment such advanced decisions.

Jira should offer package solutions and be much more focused on giving advanced capabilities. If they are not developing advanced capabilities, at least, what they can do is focus on providing a packaged solution to give their customers the flexibility to choose what type of business package they want - whether its operations based or finance related. 

I've been using the latest version of the solution for the last couple of months. Before that, I used it last year as well. Overall, I've been using the solution close to a year now.

There are minor bugs and issues, however, I would describe the solution as quite stable.

With the number of applications on the marketplace continuing to grow, I would say the solution is quite scalable. The only challenges with scalability come with advanced use cases. There are some issues around their IPS and tools. Jira has the capabilities, however, they don't sell well for advanced cases. 

Still, if you are talking about the ability to scale using tools and plugins, I would say that usually, Jira can scale quite effectively for clients.

When deploying or implementing, or even sometimes in day to day maintenance, if we encounter some issues, we will connect with technical support initially. There were a few issues, for example, around a server's speed and Jira wasn't quite performing well. As time has passed, it's gotten better. 

The initial setup is very straightforward. It's fairly easy to get everything up and running.

In our experience, deployment takes about two to there months, depending on the complexity.

In terms of the process we follow, we usually come back to do some groundwork around what exactly the requirements are. We ask: what are we trying to solve? Then we do an assessment of the client environment. We try to identify which is the best fit in terms of applications for this deployment. Once decided, we run tests to see if the application fits the necessary criteria. We try to identify what the default configurations will be and make sure we clarify those before going ahead with our deployment strategy. 

The number of people involved in the deployment varies from client to client. If it's a small deployment, only five to ten people are needed. They may not be working all at the same time, but they'd have various roles in both deployment and maintenance. Afterwards, there will always be about three or four individuals that track support. These numbers can increase based on the number of tickets or the size of the organization. The highest amount of people we've worked with was about 30.

We implement the solution for our clients.

I'm not sure what the exact pricing is, but it's tiered based on the number of users. If a company has 10 users it might cost X but with 50 users it will cost Y. Outside solutions, such as plugins, may come at an extra cost. Apart from that, I don't think Jira has additional costs.

While we largely deal with cloud deployments, we did recently have a client that requested an on-premises deployment.

The types of clients we have are small or medium-sized enterprises typically.

On a cost-basis, the product offering is very good.

Jira is very customer-centric. They really try to help users make the most out of their solution as well as other products. The plugins are all designed to make Jira even easier to use, even more user friendly, and serve to bridge the gap of features Jira might lack.

I'd rate the solution seven out of ten. We hear a lot of feedback from clients, and they mention the solution has some limitations.

We are using JIRA Service Management for many operations. Our organization is a call center and we use it for fixing phones, adding phones, fixing the CRM, faults or bugs on a website, bug-related reports, network issues, and VPN.

JIRA Service Management could improve the forms. When you complete the form for the ticket, for example, to have more information given to the team. If they needed this information, you can give it to them. They need to add additional information for a better understanding of the whole picture of the issue or problem.

In a future release, JIRA Service Management should add desktop notifications because at the moment, it's coming through emails. However, if they had desktop notifications, it would help a lot.

I have been using JIRA Service Management for approximately three years.

The stability of JIRA Service Management is good.

The solution is scalable.

We have approximately 800 people in my organization using this solution, which includes the technical teams and managers. 

I have used the support from JIRA Service Management.

I would rate the support from JIRA Service Management a five out of five.

The initial setup is not complex, but you need some training to be able to complete it.

I would advise others to have some training before they implement JIRA Service Management.

I rate JIRA Service Management a nine out of ten.

I'm working with a new organization, and we're considering going with Jira. First, we wanted to show the management, the features, and what options the competitors offer as well. Then we'll be moving forward.

Two features I like about Jira are its ticketing system and its compatibility with Confluence. Also, the Knowledge Base is one of the more valuable features that would really benefit us. 
These were the two main features that I'm looking forward to using at this current organization.

With Jira, we were unable to implement time-based automation in its ticketing system. We would like a feature where we can define tickets based on severity, then tickets are automatically escalated to the next level after a set period of time if they go unanswered. 

I've been using Jira for the last 10 years.

Jira is of course very scalable.

We haven't faced any technical issues so far. Standard and premium support are both available 24/7, so I'm guessing it is going to be good. 

Setting up Jira was very easy. The interface is good. Implementation is simple. One person can set it up by himself.  And the user experience is really good in Jira. 

For the people like us, the lower the price, the better. But when compared to other competitors, I think it's Jira's price is okay. 

I would rate Jira Service Management 10 out of 10. I think that people should really go for it because of its ease of use. I would definitely recommend it to others.

The primary use case of this solution is for storing project data on the cloud. 

The deployment model we are using is on the cloud.

This solution has helped us a great deal in project management tracking and forecasting.

The most valuable features of this solution are the JIRA Bots and the dashboard. I am satisfied with these features.

Some of the areas that could be improved are with the customizations. For example, if I wanted to add a new user with the same name, or start a new bot, add a new caller, or even just want to add a new column, it is complicated. This area can be simplified. 

The foundation needs to be simplified.

As an additional feature, I would like to see some permissions and definitions added or to allow us to add things such as a surname or additional rules in the work tools. 

Rules are needed for the configuration also, giving us access to writing the rules.

JIRA protects the end-user, but for the configuration, more rules could be added to improve the workflow.

The workflow could be more user-friendly.

This solution is stable. There are constant updates every few days.

This solution is scalable.

We have large teams with multiple users that use this solution. For small to medium-sized organizations it's perfect, but for large organizations, they may require more from JIRA, possibly having a portal.

There have been some issues when upgrading JIRA. It was not responding. We contacted customer support and within two hours the issue was resolved.

It wasn't always this efficient because they were not aware or couldn't see that the systems were down, but they always reassured us that it could be resolved.

We previously used different solutions, and we could have used both, but we found that JIRA was a good solution. 

We found it to be user-friendly, and it had a better market share. Although there are some differences, the other solution is very robotic and JIRA is very intuitive, it is very usable.

While I didn't do the installation, I do believe that it would be easy and straightforward.

I did not install this solution, rather, it was my boss who completed the installation. 

I am responsible for the setup and management of this solution. 

I am handling the setup for the JIRA Bots, the frames, and all of the releases.

I started using JIRA in 2016 when I joined this company. It was a new software-house-startup company.

They asked me if I would like to use JIRA or any other tool. I chose to learn JIRA and not do any R&D. I was very comfortable and the team will be comfortable.

We are a hiring team, so we have the authority to impose on our people.

I didn't install this solution, but I use it and I configured it. 

What I learned is that JIRA is all about the team. If you know the tool, but you don't communicate with your team then it will not be of any benefit. On the other hand, if you want to benefit from using this solution, first you have to learn how to use the solution, and then you have to translate that to your team and teach them how to use it.

I would recommend JIRA to everyone, including my friends.

I am working on owning my own business and I plan to use JIRA for project management.

I would rate this solution an eight out of ten.

Our primary use case for the solution is the management of backlog and prioritizing tasks for the team. We deploy the solution on cloud.

The performance in cloud service management could be improved. For example, sometimes queries get stuck, and when you search for a specific thing, it freezes until you refresh the page. There is room for improvement.

We have been using the solution for a year and a half.

The solution is stable. Approximately 500 users utilize it in our organization.

We have not had experience with customer service and support.

We previously used Teamwork.

The initial setup is straightforward.

I rate the solution a nine out of ten. The solution is good, but the performance in cloud service management could be improved.

We are using JIRA as a ticketing tool.

JIRA Service Management is much better than the normal JIRA software that we had. It is much more controlled and allows for different kinds of customization that we can plan and implement based on the project requirements.

I used ServiceNow for a long time in my earlier work. Compared to ServiceNow, there are a lot of areas where JIRA can improve. ServiceNow itself has various modules, like Change Management, Knowledge Management, and CMDB. All of these things are integrated, so if they are properly implemented, then it becomes a tool with a single repository. With JIRA, I don't see the same features. It has change management and incident management, but CMDB is not there. It's also not as user-friendly as ServiceNow.

We implemented JIRA Service Management about eight months ago, but I've been using JIRA software for two years.

JIRA Service Management is very easy to set up relative to other JIRA software.

The cost of the license is too high. It's a real challenge for companies that aren't already using JIRA products. ServiceNow or other tools have more modules, and they charge less relative to the number of features they offer.

I would rate JIRA Service Management seven out of 10. If you are already working with JIRA, then you should definitely go with JIRA Service Management. It is very user-friendly and with all its ticketing tools, it offers some new methods of working.

I implement JIRA Service Management for customers. The solution is used for IT Service Management.

The most valuable features of JIRA Service Management are the service level agreement or management, and the ticketing system. Additionally, there are frequent updates that provide improvements.

I have been using JIRA Service Management for approximately four years.

JIRA Service Management is scalable.

As a consultant, I have used the support. Some of the support I have received has been good and other times it could improve.

I rate the support from JIRA Service Management a seven out of ten.

Neutral

The solution is the cloud which does not need any installation. However, we are doing implementations, and it is easy to use. For a data center, it needs installations. Data centers have a special set of load balancers, nodes, databases, et cetera. Cloud implementation is simpler than database implementation.

The price of the solution is becoming expensive and it should be reduced.

Most of the clients need to implement ITSM, which makes JIRA Service Management a crucial tool, especially if they are using JIRA software for the development team. There is integration between the two products, it's better to use JIRA Service Management when having to combine the two solutions.

The administration maintenance and daily tasks are easy but need special skills and training.

My advice to others is they need to be an expert to be able to administer it.

I rate JIRA Service Management a ten out of ten.